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What you need to know on our response to a security incident

Category: General

UPDATE: 10/26/20

As a result of the ongoing IT disruption, there is a possibility that some customers’ automatic monthly payments┬ámay be affected. If you have questions concerning your October payment, please contact the Customer Experience team at care@rockingham.insure or 1-800-434-7736. We apologize for any inconvenience you may be experiencing.

UPDATE: 10/19/20

  • Mail-in and online payments are being applied to accounts.
  • The Claims department has visibility to verify coverage and claims payments are being processed.

What you need to know on our response to a security incident

On Friday, October 2nd, Rockingham Insurance experienced an IT security incident that disrupted some of our business operations. The incident involved unauthorized outside access to databases and systems that manage office operations.

Our data security incident response plan was immediately implemented following discovery of the incident. With the help of an independent cybersecurity firm, we immediately launched an investigation into the causes and precise nature of the incident. We began the restoration and protection of core digital infrastructure and databases.

Our customer services are still experiencing some disruption, and we are working to resolve them.

It is not yet known whether customer or employee information was subject to unauthorized access. If the investigation underway establishes that personal information has been accessed, we will immediately notify those affected.

Our priority is to minimize disruption to agents and customers, and to ensure that we securely bring systems back online in a timely fashion. We apologize for any disruption you have experienced and we thank our customers and agents for their patience.

 

What is Rockingham Insurance doing?

Our data security incident response plan was immediately implemented following discovery of the incident. With the help of an independent cybersecurity firm, we immediately launched an investigation into the causes and precise nature of the incident. We began the restoration and protection of core digital infrastructure and databases. The appropriate law enforcement and regulatory authorities have been notified.

Who can I talk to for help?

Our customer services are still experiencing some disruption, and we are working to resolve them. If customers have questions, please contact care@rockingham.insure or (800) 434-7736. If agents have questions, please contact your regional manager or commercial underwriter. We have built this website to provide this information and all future updates concerning the status of this investigation.

Can I still access my policy and file claims?

We do not have access to all services, but we are able to serve customers by recording payments, policy changes and claims. If customers need support, please contact care@rockingham.insure or (800) 434-7736.

What should I be doing?

We do not believe any action is needed at this stage. Should that change, or should our investigation confirm the security of personal information, we will immediately notify you.

When will you know more you can share?

We have built this site rockingham.insure/security-incident-response/ to provide all future updates concerning the status of this investigation. The investigation will continue to move as quickly as possible, and we will update you with additional information as we learn it.